AWS Connect

Automatically monitor, analyze, and score 100% of AWS Connect Cases, and get real-time actionable insights on individual and team performance.

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Why integrate Pathlight with AWS Connect?

Pathlight deeply analyzes and scores 100% of AWS Connect voice and chat Cases, and pulls in data from AWS Redshift, S3, and Amazon Connect to provide real-time actionable insights on your contact center performance.

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Purpose-built on contact center-specific Large Language Models (LLMs) and Generative AI, Pathlight can automatically transcribe, tag and categorize every Amazon Connect Case,  swiftly identify quality issues, and discover trends and opportunities to help you make data-driven decisions and personalize coaching at scale.

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Features

  • Single line of sight into contact center performance across chat, voice, and other support systems
  • AI-driven goal-setting and evaluation for every metric, team, and individual based on historical performance
  • Auto-analyze 100% of AWS Connect Cases from Day 1
  • Real-time insights on trends, compliance and fraud issues, sentiment, voice of customer, and more
  • Best-in-class audio and video recording transcription
  • Instant summarization of performance and quality with automated coaching recommendations
  • Auto-generated tags based on natural language and pre-defined criteria
  • Select and analyze issues based on tags, Case status, and other custom fields
  • Custom scorecards, side-by-side view, and annotations
  • Multi-language support

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Helpshift

Provide best-in-class gamer experiences and boost retention with real-time actionable insights on individual and team performance, and automatically monitoring, analyzing, and scoring 100% of Helpshift issues.

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Gorgias

Deliver exceptional shopper experience with real-time actionable insights on individual and team performance, and automatically monitoring, analyzing, and scoring 100% of Gorgias tickets.

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Salesforce Service Cloud

Pulls Cases and contact center metrics from Salesforce Service Cloud and other support systems to get instant insights on support team performance, and deeply analyze and score 100% of customer conversations.

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Genesys

Get actionable insights on individual and team performance, and automatically monitor, analyze, and score 100% of Genesys interactions across voice, chat, email, SMS, and social channels.

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Talkdesk

Deeply analyze 100% of agent-customer conversations and get actionable insights on contact center performance to improve CX, drive revenue growth, and boost operational efficiency at scale.

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RingCentral

Transcribe and analyze 100% of your RingCentral voice and video calls, and expand your lens into contact center performance with real-time actionable insights and AI-driven summarization.

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Aircall

Gain insights from 100% of Aircall Calls, and get actionable insights and instant summarization on individual and team performance with AI.

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Zoom

Access highly accurate transcripts and automatically monitor, analyze, and score 100% of voice and video calls on Zoom.

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Five9

Maximize frontline team performance by automatically analyzing and scoring 100% of customer interactions and real-time actionable insights on contact center performance.

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